"First Time Resolution"

I'm trying to set up a workflow where the service request ticket is resolved immediately (for simple or "walk up" requests..

I've set up the workflow as below:  With the "Post Functions" to set the resolution to "Done"




But when I use this to create a new ticket - it's not actually setting the resolution to done.



Any ideas on how I achieve this?



3 answers

1 accepted

0 votes
Accepted answer

Thanks all for comments..

I raised it with support...


Answer was: Add a store issue type post function after you set the resolution. 

0 votes
Susan Hauth Community Champion Nov 27, 2017


It looks right from your screen shots.  But there must be more going on.  Did you check the logs to see if there is an error on creation? Are you sure it's actually executing that workflow?

Your screen shots are a little small.


I didn't see any errors...  Not sure how I'd check the log to work out if it is executing the workflow.


Can you help me find out ?  or best to raise a support ticket?


are you sure you have published your workflow?

Because like Susan Hauth already said, it looks right on your screenshots.

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